Refund policy

Returns & Refunds Policy

Last updated: May 2026

1. Overview

At K&B Panels, we stand behind the quality of our products. We manufacture our EPS 3D wall panels to a high standard and want every customer to be completely satisfied with their purchase. This policy sets out clearly what you can expect if something isn’t right, how to return an order, and what happens next.

This policy applies to purchases made directly through kbpanels.com. If you purchased through Amazon, B&Q, Robert Dyas, The Range, or Walmart, the relevant platform’s own returns policy will apply — please refer to Section 6 for details.

2. Your Statutory Rights

Nothing in this policy affects your legal rights. As a UK consumer purchasing online, you are protected by:

  • Consumer Contracts Regulations 2013: You have the right to cancel your order within 14 calendar days of receiving your goods (the ‘cooling off period’), without giving a reason. You then have a further 14 days to return the goods.
  • Consumer Rights Act 2015: If your goods are faulty, not as described, or not fit for purpose, you are entitled to a repair, replacement, or full refund. This right applies for up to 30 days from delivery for a full refund, and up to 6 years for other remedies.

3. Direct Orders — kbpanels.com

💡 Not sure yet? Order a single panel as a sample first.

We always recommend ordering one panel before committing to a larger quantity. Single panel orders are fully refundable within 14 days of delivery — no obligation, no questions asked. That way you can check the finish, colour, and texture in your own space before you go ahead.

3.1 Return Window

You may return any unopened, unused item purchased directly from kbpanels.com within 14 days of the date of delivery. Returns requested after this window will not be accepted unless the item is faulty or not as described (see Section 4).

3.2 How to Start a Return

To initiate a return, please contact us before sending anything back:

  • Email: hello@kbpanels.com
  • Include your order number, the item(s) you wish to return, and your reason for returning
  • We will respond within 2 business days with return authorisation and instructions

Please do not send goods back without first receiving a Return Authorisation (RA) reference from us. Returns received without an RA reference may not be processed.

3.3 Condition Requirements

To be eligible for a return, items must meet all of the following conditions:

  • In original, sealed packaging — boxes must be unopened
  • Free from any signs of installation, modification, cutting, or adhesive application
  • In the same condition as delivered — undamaged and complete
  • Returned with all original contents (e.g. any included accessories or filler product)

Panels that have been installed, cut, modified, or had adhesive applied to them are non-returnable. Please refer to Section 5 for the full list.

3.4 Partial Returns

We accept partial returns. If you ordered multiple boxes and wish to return some but not all of your order, this is permitted provided:

  • The boxes being returned are unopened and in original condition
  • You clearly identify which boxes you are returning in your return request
  • Loose panels cannot be returned — returns must be in complete, original boxes only

3.5 Return Postage (Change of Mind)

For change of mind or unwanted returns, the cost of return postage is the customer’s responsibility. Our panels are heavy and bulky items — return shipping costs are likely to be significant. We recommend obtaining quotes before proceeding and using a tracked, insured service.

K&B Panels accepts no liability for goods lost or damaged in return transit where postage has been arranged by the customer.

3.6 Store Credit Incentive

💡 Choose store credit — get 10% more back. When you opt for a K&B store credit refund instead of a payment refund, we’ll add 10% to your refund value as a thank you. For example, a £100 refund becomes £110 in store credit, redeemable against any future order on kbpanels.com.

A full cash refund to your original payment method is always available. Store credit is offered as an option, not a requirement.

3.7 Refund Processing

Once we receive and inspect your returned items, we will process your refund within 5 business days. Refunds to your original payment method may take a further 3–5 business days to appear in your account depending on your bank or payment provider.

We reserve the right to deduct from your refund if returned items arrive in a condition other than described above (see Section 7).

4. Faulty, Damaged in Transit, or Incorrect Items

4.1 Reporting

If your order arrives faulty, damaged in transit, or the wrong item has been sent, please report this to us as soon as possible and no later than 48 hours after delivery:

  • Email hello@kbpanels.com with your order number
  • Attach clear photographs of the damage, fault, or incorrect item — including photos of the outer packaging where relevant
  • Describe the issue as clearly as possible

Reports made after 48 hours may still be accepted at our discretion, but we strongly recommend reporting immediately to ensure the fastest resolution.

4.2 Resolution

Where an item is confirmed as faulty, damaged in transit, or incorrectly supplied, we will send you a free replacement as soon as the issue is confirmed. You do not need to do anything with the faulty item — we will arrange collection directly.

  • A replacement will be dispatched promptly on confirmation of the fault
  • We will contact you to arrange a convenient collection time for the faulty or damaged item
  • Please do not dispose of faulty items before collection has been arranged

4.3 Collection of Faulty Items

K&B Panels will arrange and cover the full cost of collecting faulty, damaged, or incorrect items from your delivery address. You are not required to arrange any return postage.

5. Non-Returnable Items

The following items cannot be returned under any circumstances:

  • Panels that have been installed, adhered to a surface, or otherwise fixed in place
  • Panels that have been cut, trimmed, or otherwise modified from their original dimensions
  • Panels or boxes returned outside the 14-day return window (unless faulty under the Consumer Rights Act 2015)
  • Opened boxes where the contents have been partially used
  • Items returned without a valid Return Authorisation reference
  • Accessory products (e.g. K&B Panel Fill & Finish) that have been opened or partially used

If you are unsure whether your item qualifies for a return, please contact us before sending anything back.

6. Purchases via Marketplace Channels

If you purchased K&B Panels products through a third-party marketplace or retail partner, the returns process is governed by that platform’s own policy. Please refer directly to the relevant retailer to initiate a return.

  • Amazon UK / Amazon US: Log in to your account, go to Your Orders, and select Return or Replace Items.
  • B&Q (Marketplace): Contact B&Q customer services or use the returns process in your B&Q account.
  • Robert Dyas: Contact Robert Dyas customer services directly or use their online returns portal.
  • The Range: Contact The Range customer services or use their returns process.
  • Walmart (US): Use the returns process in your Walmart account or visit a Walmart store.

If you experience any difficulty with a marketplace return, you are always welcome to contact us directly at hello@kbpanels.com and we will do our best to help.

7. Condition of Returned Goods

Returned items are inspected upon receipt. If goods arrive in a condition that differs from what was agreed — for example, packaging is damaged or panels have sustained new damage due to poor packaging by the customer — we reserve the right to make a reasonable deduction from the refund to reflect the diminished value of the goods.

We will notify you of any proposed deduction before processing your refund and will provide photographic evidence where a deduction is applied.

To avoid deductions, please ensure:

  • Panels are returned in their original K&B Panels box
  • The box is properly sealed and protected with appropriate outer packaging if required
  • Your Return Authorisation reference is clearly marked on the outside of the parcel

8. Refund Timeline

  • Return request acknowledged: Within 2 business days of your email
  • Return Authorisation issued: Within 2 business days of request
  • Refund processed after receipt: Within 5 business days of receiving goods
  • Refund appears in your account: 3–5 additional business days (bank dependent)
  • Store credit issued: Within 1 business day of return confirmation

9. Contact Us

If you have any questions about this policy or need to discuss a return, please get in touch:

  • Email: hello@kbpanels.com
  • Address: K&B Panels Limited, Unit 11, 105 Boundary Street, Liverpool
  • Response time: We aim to respond to all enquiries within 2 business days.

K&B Panels Limited — Company No. 16011078 — Registered in England & Wales. This policy does not affect your statutory rights.